Disappointing Service!

3
Out of 10

I was excited to sign my dog up for Healthy Paws Pet Insurance after reading the great reviews, however, at this point the service seems to be HUGELY disappointing!
When I called with some policy questions, the receptionist was less than friendly (actually quite short) and refused to immediately connect me to a representative. After calling back a while later, I learned that the medical record review that was initially promised as an automatic benefit was never processed. Apparently you have to make a separate request apart from faxing the medical records to the company (in direct contrast to what the previous representative had told me).

Another shocking surprise is that ALL payments are DIRECTLY DEDUCTED from your checking account/credit card- which is not mentioned PRIOR to enrollment. This is only mentioned in the policy documents received AFTER you sign up.

The conversation concluded with the representative pretending not to hear me and then hanging up the phone.... No call back from them, even though my number is on file... Very unprofessional.

Did you find this review helpful?
Injury/illness
Claim Amount
Under $100
Breed

Mixed Breed

Age of Pet
Over 8 years

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Posted: 07/21/2012
By: Jen @ Healthy Paws

Hi L,
Thank you for sharing your feedback about your recent experiences. I’m sorry to hear that we have not met your expectations, but will work hard to prove you made the right decision.

We understand that your time is very valuable and don’t want you to wait on hold while we assist another policyholder, which is why during our busy periods we forward our calls to our receptionist to take a message for an immediate return call. These messages are forwarded to the next available Customer Care Representative who can give you their full attention to answer all of your questions.

Every month, we receive thousands of documents related to Claims, Medical Records Reviews and Enrollment Exams. If these documents are not clearly noted, we may close the case in error. If we learn that a Medical Records Review case was closed erroneously, we will still process the review and honor the full refund, if you don’t find value in the policy. Please let us know if a Medical Records Review needs to be completed for your pet.

Our premiums are collected automatically from the credit or debit card you enter during the enrollment. We process the premium each month on the same date that your policy became effective. For example, if your policy was effective on the 15th of the month, all payments going forward will be on the 15th of each month. It’s posted our website how the premium is collected but I will make a recommendation to make this process more visible during the enrollment process.

Thank you for allowing me to address some of your concerns. If you have additional questions please do not hesitate to contact me directly at jen@healthypawspetinsurance.com

Warmest regards,

Jen
Customer Care & Claims Manager